Investigating the moderating effect of the demographic factors on post-purchase regrets at malls in Sri Lanka

As of 2020, the retail sector faced an existential challenge with rapid changes as one of the many sectors. The recent impact was noted due to the present COVID-19 pandemic throughout the world. Most customers have moved on with e-commerce platforms, while traditional customers still struggle with i...

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Autores principales:	E.A.S.K. Ekanayake, E.A.C.P. Karunarathne
Formato:	article
Lenguaje:	EN
Publicado:	Ümit Hacıoğlu 2021
Materias:	post-purchase regret alternatives return process buying experience shopping mall moderating effect Social Sciences H
Acceso en línea:	https://doaj.org/article/2a9804653c764f62b7f3401d4a4c1c93
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spelling	oai:doaj.org-article:2a9804653c764f62b7f3401d4a4c1c932021-11-07T08:04:31ZInvestigating the moderating effect of the demographic factors on post-purchase regrets at malls in Sri Lanka2147-447810.20525/ijrbs.v10i7.1463https://doaj.org/article/2a9804653c764f62b7f3401d4a4c1c932021-11-01T00:00:00Zhttps://www.ssbfnet.com/ojs/index.php/ijrbs/article/view/1463https://doaj.org/toc/2147-4478As of 2020, the retail sector faced an existential challenge with rapid changes as one of the many sectors. The recent impact was noted due to the present COVID-19 pandemic throughout the world. Most customers have moved on with e-commerce platforms, while traditional customers still struggle with in-store shopping. This study was specifically aimed at the conventional customers who do in-store shopping in complexes. The objective of this study was to investigate the moderating effect of the demographic factors on post-purchase regret at malls. Two factors affecting post-purchase regret, namely, the number of alternatives forgone and the return process experience, were considered. Accordingly, the moderating effects of demographic factors of consumers who have purchased something from a shopping mall during the past two years were targeted for this. By conducting an online survey using a structured questionnaire, 383 responses were collected. Through the moderation effect analysis, the consumer career was identified as moderating variable for this relationship. The rest of the demographic factors considered for this study did not significantly moderate this relationship. The findings suggest that the number of alternatives in showcase must be limited with a sense of marketing. Further, the staff at the shop must provide proper guidance on the return process and related service by identifying loyal and non-loyal customers’ careers and lifestyles.E.A.S.K. EkanayakeE.A.C.P. KarunarathneÜmit Hacıoğluarticlepost-purchase regretalternativesreturn processbuying experienceshopping mallmoderating effectSocial SciencesHENInternational Journal of Research In Business and Social Science, Vol 10, Iss 7, Pp 67-77 (2021)
institution	DOAJ
collection	DOAJ
language	EN
topic	post-purchase regret alternatives return process buying experience shopping mall moderating effect Social Sciences H
spellingShingle	post-purchase regret alternatives return process buying experience shopping mall moderating effect Social Sciences H E.A.S.K. Ekanayake E.A.C.P. Karunarathne Investigating the moderating effect of the demographic factors on post-purchase regrets at malls in Sri Lanka
description	As of 2020, the retail sector faced an existential challenge with rapid changes as one of the many sectors. The recent impact was noted due to the present COVID-19 pandemic throughout the world. Most customers have moved on with e-commerce platforms, while traditional customers still struggle with in-store shopping. This study was specifically aimed at the conventional customers who do in-store shopping in complexes. The objective of this study was to investigate the moderating effect of the demographic factors on post-purchase regret at malls. Two factors affecting post-purchase regret, namely, the number of alternatives forgone and the return process experience, were considered. Accordingly, the moderating effects of demographic factors of consumers who have purchased something from a shopping mall during the past two years were targeted for this. By conducting an online survey using a structured questionnaire, 383 responses were collected. Through the moderation effect analysis, the consumer career was identified as moderating variable for this relationship. The rest of the demographic factors considered for this study did not significantly moderate this relationship. The findings suggest that the number of alternatives in showcase must be limited with a sense of marketing. Further, the staff at the shop must provide proper guidance on the return process and related service by identifying loyal and non-loyal customers’ careers and lifestyles.
format	article
author	E.A.S.K. Ekanayake E.A.C.P. Karunarathne
author_facet	E.A.S.K. Ekanayake E.A.C.P. Karunarathne
author_sort	E.A.S.K. Ekanayake
title	Investigating the moderating effect of the demographic factors on post-purchase regrets at malls in Sri Lanka
title_short	Investigating the moderating effect of the demographic factors on post-purchase regrets at malls in Sri Lanka
title_full	Investigating the moderating effect of the demographic factors on post-purchase regrets at malls in Sri Lanka
title_fullStr	Investigating the moderating effect of the demographic factors on post-purchase regrets at malls in Sri Lanka
title_full_unstemmed	Investigating the moderating effect of the demographic factors on post-purchase regrets at malls in Sri Lanka
title_sort	investigating the moderating effect of the demographic factors on post-purchase regrets at malls in sri lanka
publisher	Ümit Hacıoğlu
publishDate	2021
url	https://doaj.org/article/2a9804653c764f62b7f3401d4a4c1c93
work_keys_str_mv	AT easkekanayake investigatingthemoderatingeffectofthedemographicfactorsonpostpurchaseregretsatmallsinsrilanka AT eacpkarunarathne investigatingthemoderatingeffectofthedemographicfactorsonpostpurchaseregretsatmallsinsrilanka
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Investigating the moderating effect of the demographic factors on post-purchase regrets at malls in Sri Lanka

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